Alan Brandon Rivera León Email & Phone Number

Mexico City, Mexico

Mexico City, Mexico

• Acted as the first point of contact, promptly addressing a high volume of support tickets via various communication channels, including email, phone, and chat.
• Owned support escalations & bugs - meticulously troubleshooting, gathering facts, and replicating issues before escalating to Tier-2.
• Prioritized urgent requests by promptly responding in adherence to our SLAs.
• Assisted customers with general support inquiries, encompassing login and user management requests.
• Maintained detailed records of troubleshooting efforts in Salesforce, acquiring practical experience with these platforms.
• Contributed to the TigerConnect Community and knowledge base by crafting articles while resolving customers' technical issues.

Mexico City

• Responded to customer service inquiries via email (100%) and offered technical support to users experiencing issues with services and products.
• Guided customers through website navigation.
• Managed shipping inquiries and addressed questions about order status.
• Processed XML data to resolve customer invoice rejections in the system.
• Issued courtesy activation codes to customers via email, typically handling between 30 and 50 requests each day.

Mexicali, Baja California, Mexico

• Served as the sole Customer Service Specialist, overseeing the needs of a customer base of 45,000 in the city.
• Participated in weekly meetings with top-level personnel, including managers, supervisors, and director, to discuss the needs and goals that needed to be achieved.
• Assisted customers through phone calls (10%), chat (69%), email (1%), and face-to-face communication (20%) who needed to report service outages, billing issues, cancellation (retention), data updates, scheduling.
• Led a team of 5 in contacting every new customer to ensure a successful onboarding process, with a goal of achieving a 95% satisfaction rate for new customers.
• Managed a team of 2 quality assurance employees to ensure the team met the company's quality installation goals.

Mexicali, Baja California, México

• Coordinated 7 to 15 technicians in the field, organizing work routes by zone. Provided assistance with network maps and actively sought immediate work to optimize field operations.
• Activated Totalplay internet services for new customers.
• Documented information such as address, time, date, port connections, etc., for every ticket attended by the technician.
• Conducted customer mapping and resolved issues related to the entire installation and support process.
• Achieved between 28 and 60 successful customer contacts each day to provide information about the technician's visit.

Mexicali, Baja California, México

• Conducted corrective and preventive maintenance on a variety of devices including desktops, laptops, handheld devices, tablets, cellphones, and printers for a factory of more than 120 users.
• Addressed user-generated tickets related to network or device issues efficiently, managing tickets through the ServiceNow Help Desk software, and ensuring a solution within an SLA of less than 48 hours.
• Proactively ensured and maintained robust cybersecurity for the systems.
• Vigilantly monitored the functionality of 6 web tools used by employees, guaranteeing optimal performance.
• Effectively managed visits and engagements with network providers and technology specialists.
• Proficiently received, organized, and managed supplies, equipment, accessories, and devices through parcel deliveries.

Mexicali, Baja California, México

• Successfully completed various sales tasks, achieving a daily goal of 2 sales.
• Managed daily line activation and portability, maintaining a 100% success rate.
• Oversaw inventory and its management.
• Handled stocking, cleaning, and merchandise display.

Mexicali, Baja California, Mexico

• Monitored call center agents in real-time during customer interactions, with a daily target of 16 calls.
• Evaluated call quality based on predefined criteria and guidelines.
• Used Excel to meticulously complete checklists and record evaluation results.
• Offered constructive feedback to agents, highlighting areas for improvement.
• Collaborated with 2 team leads and a manager every month to identify training needs and areas for process enhancement.
• Played a pivotal role in calibration sessions, ensuring consistent and accurate evaluation of agent-customer interactions, with a goal of maintaining a minimum 90% accuracy rate to meet KPI standards and enhance.

Mexicali, Baja California, Mexico

• Provided exceptional assistance to customers through inbound calls regarding internet service disruptions or difficulties for Mexico's largest ISP, handling up to 50 inbound calls daily while maintaining an AHT.
• Demonstrated active listening and empathy to understand customer concerns and diagnose internet-related problems.
• Offered step-by-step guidance for troubleshooting minor technical issues, adhering to guidelines and achieving an 80% Effectivity KPI (solution to the client) target.
• Created detailed and accurate tickets, documenting all pertinent information about reported internet service faults, meeting the 90% Quality KPI target.
• Escalated complex or unresolved issues to the appropriate technical teams for further investigation and resolution.

Mexicali, Baja California, México

• Efficiently and accurately processed financial transactions with customers.
• Provided exceptional customer service by greeting customers, answering inquiries, and offering assistance during their shopping or service experience.
• Accurately processed purchases or payments, handling cash or credit card.
• Safely and securely managed cash, ensuring the cash register balanced at the end of each shift and addressing any discrepancies.
• Issued receipts, provided change, and maintained transaction records, including reconciling daily sales and preparing reports, while also keeping the checkout area clean, organized, and well-stocked with supplies such.

Mexicali, Baja California, México

• Assembled various components and parts using power tools and machinery to create Turbochargers, ensuring precision and quality in the final product.
• Maintained a keen eye for detail, ensuring precision and accuracy to ensure the quality and functionality of the drawer slides or runners.
• Conducted inspections of components, tested products, and executed necessary adjustments or repairs during the assembly process to meet quality standards.
• Operated hand tools, power tools, and machinery safely and efficiently to complete the assembly tasks.Required to have a keen eye for detail, as precision and accuracy to guarantee the quality and functionality of the.

Mexicali, Baja California, México

• Proficiently assembled various components and parts using hand tools, power tools, and machinery to fabricate drawer slides or drawer runners, ensuring precision and quality in the final product.
• Maintained a keen eye for detail, ensuring precision and accuracy to ensure the quality and functionality of the drawer slides or runners.
• Conducted inspections of components, tested products, and executed necessary adjustments or repairs during the assembly process to meet quality standards.
• Operated hand tools, power tools, and machinery safely and efficiently to complete the assembly tasks.

Mexicali, Baja California, México

• Performed deburring operations at LMI Aerospace, a prominent aerospace parts manufacturing facility, specializing in aviation industry components.
• Meticulously removed burrs, sharp edges, and imperfections from metal components, upholding stringent quality and safety standards.
• Collaborated seamlessly with team members to achieve ambitious production targets while ensuring the high-quality standards expected in the aerospace sector.
• Demonstrated precision and attention to detail in the deburring process, contributing to the overall excellence of aerospace components.Meticulously removed burrs, sharp edges, and imperfections from metal components.

Bachelor Of Engineering - Be, Paused

Técnico En Instalación Y Reparación De Equipo De Cómputo, Computational Science

Curso para correcta instalación de equipos de cómputo. Conocimientos básicos de electricidad y comprensión de interacción con componentes.

Técnico En Informática, Informatics

Curso de herramientas de software para crear documentos como hojas de texto, hojas de cálculo y presentaciones digitales. Colaborar con.

Data Finder, Information Technology

Curso de adquisición de habilidades que implica investigar, recopilar, seleccionar, organizar y almacenar información de valor, que.

Python Essentials, Fundamentos De Python

Aprendizaje de los conceptos fundamentales de la programación informática y habilidades de codificación con el lenguaje de programación.

Introducción A La Ciencia De Datos

Principios básicos de la ciencia de datos y el análisis de datos. Adquisición de habilidades para proporcionar información procesable para.

Introducción A La Inversión Bursatil, Investments And Securities

Curso de introducción a la inversión bursátil diseñada para proporcionar a personas interesadas en el mundo de las finanzas y la inversión.